Supporter representatives from the Fan Advisory Board met the Club to ask direct questions on behalf of West Ham supporters.
Below is a record of the key issues raised, the responses given by the Club, and the conclusions supporters can reasonably draw from the discussion.
The question we asked
Supporters asked whether season ticket holders could receive one cash refund per season when reselling tickets through the Ticket Exchange, rather than refunds only being issued as Club Cash which can only be used against season ticket renewals and merchandise in the Club shop.
The answer given by the Club
The Club confirmed that no changes to the Club Cash policy are planned.
What we did not receive
A detailed explanation for why a limited cash refund option cannot be introduced. It was a flat refusal to consider any flexibility at all. Supporters had presented the Club with evidence and data that suggested that this change of policy would actually benefit the Club as more season ticket holders would list their tickets on the Ticket Exchange from which the Club would make a bigger margin if they sold.
What many supporters will hear
Refunds will remain locked inside the Club’s internal credit system.
Why this matters for supporters
Many season ticket holders cannot attend every match through no fault of their own due to constant and numerous changes to kick off dates and times.
Greater flexibility would:
Conclusion
The Club has not listened again to the evidence and will retain the existing Club Cash refund system.
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